HAL - Assistant Maitre D at Holland America Group in New York, NY

Responsible for the operation and supervision of an assigned outlet including any of the following: Mess Rooms, Room Service, Dining Room and Lido Market. Assists with the direction, supervision, performance, training and evaluation of all positions within the restaurant department. In order to consistently exceed guest expectations and provide the highest levels of product and services, additional duties and responsibilities may be assigned as needed.

Key Responsibilities

• Comply with company policy regarding waste separation and environmental compliance.
• Conduct regular training with all departmental team members on food waste separation and environmental compliance as per Global Hess policies.
• Leads by example utilizing a “hands-on” approach to management.
• Assists with establishing and developing a highly motivated, pro-active Restaurant team with the highest ethical standards that delivers a cost effective and quality-oriented service product.
• Facilitates an environment in which restaurant team members are comfortable utilizing the open-door policy.
• Acts as a mentor for new restaurant employees during their first two weeks onboard through open communication and availability. Assist with facilitating new-hire training for team members.
• Assists with scheduling team members based on operational needs.
• Ensures that team members are in compliance with the grooming and uniform standards of the company.
• Communicates with the restaurant staff through daily meetings.
• Facilitates continuous training to the team members.
• Facilitates cross-training between restaurants and with beverage department leadership.
• Monitors the performance of all restaurant staff to ensure that their duties are carried out in accordance with Company policy, and safety and environmental regulations.
• Ensure that accurate food and drink orders are taken, using DMS, Micros and checks depending on the outlet.
• Monitors restaurant team member performance. Identify strengths and weaknesses and provide timely feedback to the individual. Make recommendations to the Maître’ D regarding succession planning.
• Ensures that entire station team is knowledgeable regarding wine and food offerings. This includes information regarding portions, ingredients, grapes and blends, potential food allergies and other related information guests might inquire about.
• Coaches and counsels employees in a timely manner and in accordance with Company policy.
• Assists the Maître’ D in ensuring that rules and regulations as outlined in the MLC2006 are adhered to at all times.
• Assists the Maître’ D in ensuring that HESS rules and regulations are followed, ensure compliance at all times from the entire department, including but not limited to USPH.
• Champions the use of the Navigator App experience tools to drive greater onboard revenue and guest satisfaction performance.
• Perform other job-related functions as assigned.
• Have knowledge of the goals of the company and department and the action plans that will be followed to achieve these goals.
• Communicates the goals of the company and department and the action plans to the team members.
• Develops a positive working relationship with all shipboard departments to facilitate a team- oriented atmosphere.
• Regularly communicate with the Restaurant Operation Manager and Maître’ D regarding restaurant related matters.
• Ensures that assigned restaurant is maintained in accordance with Company policy, USPH, safety and environmental regulations. Participate in daily USPH inspections as needed.
• Ensures that cleaning schedules for assigned restaurant are in place and being followed.
• Submits job orders for repairs to assigned restaurant and/or equipment and follow up on these requests to ensure timely completion.
• Must be familiar with the Safety and Environmental Protection Policy. Participate in daily USPH inspections as needed.
• Ensures that the F&B department achieves eGSS targets on a consistent basis.
• Continuously review the operation and make recommendations on how to enhance the product to the Maître’ D or Restaurant Operations Manager.
• Assists with implementing new policies, standard operating procedures and Company initiatives as assigned.
• Always available on the floor to assist team members and to interact with guests.
• Enforces cost control procedures and monitor waste and breakage.
• Ensures that guest complaints are dealt with in a timely, professional manner and in accordance with Company policy.
• Completes reports in a timely manner (daily report, cover count report, monthly inventory reports, manning reports, etc.) and forward them to the Maître’ D or Restaurant Operation Manager.
• Properly plan and prepare for events and cruises.
• Develops and maintains par stocks for equipment.
• Places general supplies orders according to the Provisioning Schedule.
• Orders equipment based on consumption history and par levels.
• Responsible for ensuring that assigned restaurant operates within the established revenue and expense budgetary guidelines for the vessel.
• Assists with planning orders for assigned restaurant based off the budgetary guidelines for the vessel.
• Assists with ensuring that all food and beverage revenues and expenses are properly recorded against the appropriate budget, and the variations from the budgeted amounts are properly documented.
• Assists with monitoring revenue reports for accuracy.
• Submits budget requests to the Maître’ D and Restaurant Operation Manager in a timely manner.

Skills, Knowledge & Expertise

• Builds strong teams and encourage collaboration.
• Leads by example and provides regular and focused performance feedback, thus creating a dynamic team.
• Acts as a brand ambassador with the onboard teams supporting the company goals and brand direction.
• Fosters regular and structured communications within the Restaurant Operations team.
• Always maintains visible presence throughout the department and encourage meaningful and strong guest interaction by you and the Restaurant Operations team.
• Promotes efficiencies in time management and resources through holding structured, documented and concise meetings and inspections.
• Exercises emotional intelligence to communicate effectively throughout all levels of the operation
• Instrumental in accurate and effective budgeting
• Demonstrates strong financial responsibility, working together with relevant department heads for day-to-day oversight as well as Voyage/Monthly/YTD overview with an expectation to meet and/or exceed targets.
• Encourages input of direct reports – create a team of ‘stakeholders’ who provide ‘collaborative leadership’ and feedback across all aspects of the operation, thus maintaining set standards and execution of relevant policies and procedures.
• Bachelor’s Degree in Hospitality Management (preferred), or related field from an accredited college or the international equivalent.
• Minimum of 3 years’ experience as a Maître’ D or Assistant Maître’ D on large cruise ships or multi-venue, high volume (including large scale banqueting), 5* luxury hotel/resort operation is required.
• Current knowledge or good familiarization with the US Vessel Sanitation Program (U.S.P.H.)
• Exceptional communication and interpersonal skills.
• Excellent computer software skills required (Word; Excel; Outlook etc.)
• Ability to speak and write English fluently. Proficiency in at least one of the following languages would be an advantage - Dutch, Spanish, or German.
• Ability to lead with a perspective in a culturally diverse and dynamic environment.
• Knowledge of the principles and processes involved in organizational planning, coordination and execution. This includes resource allocation, work force planning and management and leadership techniques.
• Knowledge of the principles and processes for providing personalized services, including needs assessment techniques, quality service standards, and guest satisfaction evaluation techniques.
• Knowledge of policies and practices involved in the human resources function.
• Ability to lead teams in a positive and productive manner by inspiring and developing individuals and effectively managing processes.

Physical Requirements

• While performing the essential functions of this job, all team members are required to stand; walk long distances on the ship; use hands to touch, handle or feel; reach with hands and arms; talk, hear, taste and smell. All vessel positions require repetitive motion of bending, climbing, going up and down stairs and lifting more than 25 pounds. This job requires specific vision abilities to include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.
• All team members must be physically able to participate in emergency lifesaving procedures and drills. All vessel positions require full use and range of arms and legs as well as full visual, verbal and hearing abilities to receive and give instructions in the event of an emergency including the lowering of lifeboats.
• Work within different temperature changes—indoors to outdoors.
• Able to pass basic safety course.
• This is a minimal description of duties. Other work requirements may be necessary and assigned as business or maritime law dictates.